Manager, IT Service Desk

What does an IT Service Desk Manager do at Swire Coca - Cola?We are seeking an experienced IT Service Desk Manager to lead the daily operations of our IT Service Desk and own the end‑user IT support experience. This role is responsible for delivering reliable, efficient, and customer‑focused IT support while applying ITIL 4 service management best practices. The IT Service Desk Manager serves as a people leader and operational owner for incident, request, knowledge, and change management, partnering closely with Field Services, Infrastructure, and Cybersecurity teams to ensure consistent and high‑quality service delivery.Responsibilities Lead and manage the IT Service Desk team, setting clear expectations, coaching performance, and supporting career development Own ITIL 4 Service Desk‑aligned practices including Incident Management and Service Request Management Serve as the Problem Manager, accountable for identifying root causes, coordinating remediation, and preventing incident recurrence Manage service desk staffing, scheduling, and workload distribution to meet service level targets Coordinate escalations across technical teams including Field Services and Infrastructure Expand self‑service and Knowledge Management capabilities to improve user enablement and reduce ticket volume Establish and maintain ITIL 4‑aligned support processes, standards, and documentation Monitor and report on service performance metrics, trends, and customer experience indicators Drive continual improvement initiatives and change management to enhance reliability, efficiency, and user satisfaction Partner with cross‑functional IT teams to support service readiness for new solutions and changes Requirements Bachelor's Degree Information Technology, Computer Science, or a related field, or equivalent experience ITIL 4 Foundation certification (or obtained within a defined timeframe after hire) 6+ years of experience in IT support or field services roles required 2+ years of experience leading or supervising technical teams required Experience working with ITSM platforms such as ServiceNow or similar tools required Experience supporting enterprise or multi‑site environments preferred Experience driving service improvement or operational maturity initiatives preferred Strong understanding of ITIL 4 service management practices, particularly Incident, Problem, Request, and Knowledge Management Strong communication, organizational, and customer service skills #LI-HH1